Customer Support Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.
 

At NAVEX, we’re making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That’s a serious impact.

Our goal is to delight our customers by providing high quality, highly valued risk and compliance management products and services within our fully integrated platform. We create better workplaces by combining innovative people and industry-leading technology.

As our Customer Support Manager, your primary responsibility will be to create positive, meaningful engagement with our customers. Gaining the confidence and trust of your stakeholders through active listening and problem-solving will be critical to your success. You will work with our at-risk customers to reduce churn for our non-Customer Success Management (CSM) customers and ensure our customers are happy and ready to renew. Come join our outstanding team of fun, close-knit professionals who will help with your success and long-term career growth!

Come join our outstanding team of fun, close-knit professionals who will help with your success and long-term career growth!

What you’ll get: 

• Career growth. With market-leading training and an unwavering commitment to owning your career plan, you can grow your career to new heights.

• Real rewards. We offer competitive and transparent pay practices, top-of-the-range wellbeing programs, and brilliant opt-in benefits. Because we believe companies should offer more than just a salary.

• Meaningful purpose. Our products and solutions have real-life impact on people and organizations across the globe. Our innovations make a difference.

• Life flexibility. We want you to bring your best self to work every day. We understand that you can only do that with quality time to care for yourself, your loved ones and your community.

• An inspiring culture. Find yourself surrounded by leaders that care, invested teammates, and like-minded groups where you’ll feel at home.

• Industry leadership. Play your part in a fast-growing organization known for excellence, profitability, and stability.

What you’ll do:

• Develop and implement strategies to retain non-CSM customers and reduce churn across existing NAVEX solutions ensuring the customers are happy, healthy and ready to renew their contracts

• Create personalized engagement plans to address the unique needs of different customer segments

• Collaborate with sales, marketing, and customer support teams to align efforts and maintain a consistent customer experience

• Share customer insights to inform product development and marketing strategies

• Encourage and foster customer advocacy by identifying potential testimonials, case studies, or references

• Develop a deep understanding of customer needs, preferences, and challenges to ensure the customers have the necessary knowledge and resources to maximize the value of their products and services

• Identify opportunities for upselling or cross-selling

• Establish and monitor key performance indicators (KPIs) related to customer engagement and satisfaction

• Collect and analyze data to measure the success of customer engagement initiatives and customer feedback, making data-driven improvements

What you’ll need:

• 2+ years of experience in a customer service or support role

• Proficiency in Windows and Microsoft Office

• Strong technical aptitude with general understanding of website functionality and related technologies

• Ability to learn and assimilate new information quickly

• Ability to independently evaluate and define customer and system needs

• Ability to work within a close-knit team environment, fostering valued internal and external relationships to achieve results

• High level attention to detail with excellent planning, follow through, reliability and organizational skills. Will need to be able to define and deliver on priorities with effective time management

• Ability to drive results through your job competencies of effective communication, product and industry knowledge (service), and service-oriented problem solving

• Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results and instils trust

Our side of the deal: 

We believe everyone deserves to see their path forward, and the steps in place to achieve their career and financial goals. 

• Every team member is required to have a career plan in place, to be reviewed with their manager after six months in our team.

• The starting pay for this role is $65,000 per annum.

• Pay progression based on your performance. 

We’re committed to helping you thrive in all aspects of your life. Our pay programs are just one element of this. Check out NAVEX’s career page to find out more information.

We’re an equal opportunity employer, including all disability and veteran status. 

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!